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1.2 584 Reviews

DU Complaints Summary

28 Resolved
553 Unresolved
Our verdict: If considering services from DU with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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DU reviews & complaints 584

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M
4:05 am EST

DU service

I visited du center in Burjuman mall. It was overcrowded, and it took 1 hour 30 min to reach my queue. But it took so long time not Bcz of big crowd, but Bcz if very extremely slow service, 3 staff of du even was not showing any worry for that. For question why it took so long time to serve one customer, 1 employee answered that system is working very slow, it's not good. One of the 3 staff after start to do his reports or smth like this instead of to continue to serve that crowed customers. I came to him and ask why he is not serving the customers as well as it's too much long queue still, for that he answered he is doing his own things. It was Philippines nationality man with spectacles, he was very rude. I told him why you can not ask your company to fix your system as it is working unacceptable slow, for that he answered I cannot do anything I am not engineering. I ask his name, and he said I don't have right to ask his name and his colleagues as well. 3 of them don't have any name badge, and I was already embarrassed for his rude and untactfull answers and told that they should do smth, it's not good to serve 1 customer 30 min, for that he ignored me and start to serve other customer. He show terrible service, this is how you teach your staff to serve your customers? He said I don't have right to ask his name and take his picture he will call security staff. What a terrible things it is. I told to this staff that it's unacceptable service he is showing for that he said if I will not say anything good just "shut up" in front of other customers as well. This is really unacceptable. Then he denied that he said this word "shut up". Even they didn't say that they are working on fixing and emproving the system work of du. They look like they don't care about company name and imidge. I was so upset, the most terrible service I get in my life. After that I don't want to be a du operator customer.

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T
2:08 am EST

DU prepaid tourist sim packages

It took almost a full 3 days and 4 phone calls to get the free tourist SIM card to work (despite their promises). Then paid for the 75 Dhs package and after a day or two they deactivated me so that no network could display in my phone. Very difficult to get a complete conversation through their web chat. Another couple calls and they said they couldn't do anything to help and I should come in which was impossible for another 3 days as I was on the east coast where there is only 1 shop (good luck locating shops on their website). On my last day I visited 2 Du shops in Dubai on a Saturday and both had a wait times over 2 hours. No apologies from these people. No service for a large majority of my trip. Beyond frustrating.

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R
10:27 am EST
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DU du don't care about customers

*DU Don't Care about the customers*

Please don't be the victim of Du Specially transfer your numbers of Business Accounts with them. I am sure after reading today's incident with us, u will get the real face of DU,

If you agreed to close your office or stores for 15 days due to Du Can't issue BUSINESS SIM in-case of complain then DU will be the best choice for you.

We been told to collect our Business sim which was stops working since few days from DIFC Due office, after reaching there they transfer me to counter # 4 and person directly told me that they are not issuing any business sim, and all business sims will be deliver at our door step in 10 to 15 days, which is very unprofessional answer. How can any Business survive without mobile numbers for 10 to 15 days, after that i ask him to call his manager or supervisor but surprisingly there was no supervisor infect that person told me that he don't know his office Supperviser name, so i request them to provide me a letter which said Supperviser is not available, and they agreed to provide me in written but in plain paper no letter head nor any stamp on that paper, so i call the customer support and expalin them my problem along with all the story and ask them what shell i do ?
and i also explain them that i like to stay untill i speek to the Supperviser or concern department of Du.

And its been 2 Hours still at Du DIFC office

CLOSING LINE : In answer they told us i have to wait for 24 hours again to get some reply from concern department just ra garding what happned today, not about the sim 🙂

*Details of staff in DIFC Du *
Date : 14 - Jan - 2020

Staff Name for giving me plain paper at DIFC Du Office Miss. Merry

Fist Call at 16:55 to 17:22
Ref# 1-[protected]
To Miss. Jehad

Second Call : 17:42 to 18:14
Second Ref #1-[protected]
Name : Miss. Mehak

I am Still In Du office 19:25

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S
2:04 am EST

DU cancelling the data bundle is impossible.

Applied for the data bundle and tried to cancel it. Real nightmare.
First call: I must wait until the activation and will be able to cancel it in store without charge. Got the sms at 11pm in the night.
Store visit: it was wrong I can't cancel it, complaint raised.
Second call: The agent in the store should have cancelled it, or I should have visited the store on the same day (even if I only get a sms at 11pm.)
Anyways, it is cancelled and I will be partly charged.
Got the sms it is deactivated.
Bill arrived: full amt charged.
Another call: the bundle was never cancelled. Although I was charged for cancellation fee and got the sms confirming it is deactivated.

Everyone is horribly under trained and has no authority to solve the problem, and promise one thing and fail to deliver it. I have done everything, call, visit the store, call again, raised the complaints, used the chat, and nothing ever worked. I was misled from the first place after a one full month, talking over the phone with at least 5 people, I am still sitting with the problem that is not my mistake. Everybody talks different things. Really, this is way too much and only reason you guys are surviving is because you have a monopoly in the market and general level of service is low in this market.

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T
11:43 pm EST
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DU bad service from pearl center safeer mall ajman

I visit past night pearl center because one of my sim is not working so I said please check whats the issue. Number 1 counter one girl she directly said"from where you buy sim card go there we cant help".. I said then why are you working here. After that she start checking but kay be she is new or do t have knowledge she call her friend, he came and start checking then said system not working visit after 1 hour..
I came back after 1 hour and got counter 2 ticket, she said wait let me check and she went out for smoke cigarette... I was waiting there for 15-20 minutes no one come to counter...
At the end they did not resolve my issue and same time I port in all my du number into etisalat include power plan 500.. New girls staff they dont know how to activate plan which plan you need to select, for all queries they are calling other person to help out... Very bad service, very bad staff.. Without knowledge without responsibility... Zero star rating work

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S
1:43 am EST

DU online recharge

I tried to recharge my prepaid mobile phone for talk time online but did not realise that the data option had been preselected. Now DU is not willing to help rectify this issue.

I do not want to waste hard earned money on services that I do not require. I need the AED 110 that i invested to but me the service I need which is talktime.

Frankly options on a website, should not be preselected especially if you are not willing to help customers if they make a mistake. To insure clients are aware of their selection let them make it themselves.

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V
2:43 am EST

DU prepaid sim card [protected]

For the prepaid number [protected] of du, the out going services are not working, we can't call the customer care too, when we try to call, it says " call not allowed". I hope this problem is resolved soon or Atleast we get to know what is the reason for this cause. This has already happened and it's happening again and it's frustrating for us. Please help us to resolve this problem as soon as possible.

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S
5:08 am EST
Verified customer This complaint was posted by a verified customer. Learn more

DU upgrade

I've tried to upgrade 2 months ago, and the kiosk told me there is something wrong with my fingerprint. They said they will fix it and call me within 24 hours. Its been 2 months now. I just went in again, asking about the upgrade, the exact same problem, and they told me to wait 24 hours again. This same situation happened 2 years ago, when I tried to upgrade, and now again. So, please tell me ... how do you think can this be solved? I am SO DISAPPOINTED!

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P
12:37 am EST

DU du business plan

I have migrated from Business plan to personal plan, though paid all the dues again another bill generated under the old account number. The staff who migrated the number didn't inform me about the termination fee. I would not have gone to another plan by paying such a big amount. I am considering it as a kind of fraudulent activity. My mobile number is [protected]...

Date of Migration OCT 10, 2019 evening after 07 pm at DU business center Sharja City center.

I have received many calls from du collections and they threatened me that legal action will be faced. I am not doing anything illegal and it is the customer's right to be informed properly. Why they didn't collect all the dues on termination?

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G
3:55 pm EST
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DU fail to upgrade the plan

Du fails to upgrade my home plan to better technology because their team doesn't want to work a little more and change the cabling. Getting new technology is my right as I am paying same what Du is charging for new packages. despite so many emails, calls and visiting your store you fail to resolve a customers issue. They just need to put fiber cable but they are just not upto it. Total disappointment

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J
2:03 am EST

DU refund

I purchase Iphone11 online and set to deliver yesterday Dec 21, 2019 as a gift and surprise. The delivery man came and the moment he will hand over the device he took it back and mentioned that there was an error and I need to contact Du about my payment. I got a confirmation from Du and my bank that the money was successfully taken out from my account and this is terrible. Now, I am asking for a refund for what I have paid.

Reference: CM0000085180

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M
8:57 pm EST

DU I want to change my plan.

I have a smart plan 150 per month at du But i want to change smart plan which Is 200 dhs 26gb and 400 minutes, but i was shocked when they said you have remaining 12 month's, and they said you have to pay 1200 dhs to change the plan, i can understand your rules and regulation but I'm not cancel my plan I just want to upgrade my plan, because 6 gb is not enough for me, but nobody help me.

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K
5:54 am EST

DU customer service - monthly plan over bill

Attention to everyone who using or wanted to use du as mobile operation! Disaster customer service, no one speak properly english, they don't give clear information about mobile plans and at the end on my experience with not activated sim card, which never worked and I never used it, they charged me 1000 aed for 0 service. I did many complaints, talk to the branch manager where bought sim card and got the plan about which no one explained me, no one gave clear info... Now I lost 1000 aed and 2 weeks of my life, after all complaints they still charging me monthly and it not easy to close plan and cancel the number... Just everyone be careful and remember they don't care about u as about customer... Whatever will happened, this company doesn't have any rules, they only want your money, absolutely no customer service.

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S
6:11 am EST
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DU du home services internet

Hi,

I am one of the customer of dubai postpaid mobile as well as hone services .. I have encountered extreme slow internet for which I am trying to reach customer care at 155 this is my 4th attempt and already 15 minutes waiting and still going on what apathetic service .

Can anyone explain what is going on, your services have degraded drastically and once you try to reach you you keep waiting for hours with out any resolution .

I need resolution to my problem - slow internet or else disconnect the services .. my contact number is [protected] ..

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F
2:06 pm EST

DU plan monthly bills

I always have a extra in my monthly bills for a subscription I don't know then I check it in ND unsubscribe it almost every day but every I still have that extra charge they charge extra 50 to 80 plus every month.. I also try to unsubscribe it in text message but still I still that extra charge I try to ask if I can cancel my plan but they say that I have to pay 300 diram for that but may du plan is only 125 for month

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U
1:29 am EST
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DU du 125 plan

I have port Etisalat mobile number to Du, From that day Im unable to receive any calls from Etisalat, only I can receive calls from Du number. I make complaints to Du more that 5 or 6 Times but still its same, I went Du office, then as per their instruction I called Etisalt, Al lit happens and its around 1 month now, still I am not able to receive any calls from Etisalat numbers

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H
1:50 pm EST
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DU phone deactivated without intimation

My mobile number [protected] has been deactivated since last 2 days. I was not intimated on submission of documents and phone service was deactivated without prior notice. Now that I have uploaded the documents twice the phone still didn't get activated and upon calling customer service they are clueless. The phone was activated today for few hours and then again deactivated. I have been going crazy following up with the call center and they have no idea of what needs to be done. Now during my last call the person tells me to visit a Du store- if this was required it should have been explained earlier rather than wasting 2 days of my time. This is really pathetic experience especially when someone pays bills regularly and still gets such an inconvenience.

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G
10:07 am EST

DU unreasonable bills

Du company is the worst company ever, they are charging me triple of my monthly bill because of their failure to install du tower near my home and work . They say i left Uae and they started to charge me internationally even i did not leave AlAin city at all. I did complaint in customer service but still nothing they still want to take my money

Du company you are the worst !

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H
11:02 am EST
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DU postpaid

I had a contract with du of 150 for 2yrs, which was ok for me to pay. I paid and used it very firmly and what puzzles me I signed this contract on 15 and I paid for full month and when it ended on 15 again they want me to pay full month again... Am buffered by additional costs yet the contract ended soo what are you providing under which criteria do you offer what I didn't ask for... I decided to cut line off... Because I don't need your plan you called me I told you am not interested for renewal, why are you forcing me on plan I didn't ask.. If contract expired why do you keep putting on data which I didn't sign for.. Came in on contract basis... Its wasn't on subscription so if it expired what he'll do you want from me... Paid 2 months half half... I don't want your contract its wat I told you.. You keep on adding data I don't want... And I don't use... Cut of the line since it's out of contract with the pending payment till one pays not just adding for the sake of you making money... Am out of contract...

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J
9:50 am EST

DU excess billing

I have DU plan post paid since 2 yrs. since last 6 months 2 times I have been charged more for the calls made on the last day of the month. When DU mobile app shows minutes left at the end of the month. This time also excess amount has been changed and upon calling call center they asked to calculate call duration from the bill and they said they don't have access to check how many minutes used nor can they refer to IT team. On top of that they are asking for screen shot of minutes left. Height is what is there in Du app DU cannot check they need customer to keep proof .horrible customer service

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DU In-depth Review

Website Design and User Experience: The DU website has a modern and user-friendly design, making it easy to navigate and find the information you need. The layout is clean and intuitive, with clear menus and search functionality. The overall user experience is smooth and efficient, ensuring a hassle-free browsing experience.

Range of Services and Products: DU offers a wide range of services and products to cater to different customer needs. From mobile plans and devices to home internet and TV packages, they have a comprehensive selection. Whether you're an individual or a business, DU has options to suit your requirements.

Network Coverage and Quality: DU provides extensive network coverage across the UAE, ensuring a reliable and stable connection. Their network quality is commendable, offering fast and consistent internet speeds. Whether you're in urban areas or remote locations, DU's network coverage is impressive.

Pricing and Value for Money: DU offers competitive pricing for their services and products, providing good value for money. They have various plans and packages to suit different budgets and requirements. Additionally, they often have promotions and discounts, allowing customers to save even more.

Customer Service and Support: DU prioritizes customer satisfaction and provides excellent customer service and support. Their customer service representatives are knowledgeable, friendly, and responsive. They are readily available to assist with any queries or concerns, ensuring a positive customer experience.

Transparency and Billing Practices: DU maintains transparency in their billing practices, providing detailed and clear invoices. They ensure that customers are aware of the charges and fees associated with their services. Any changes or updates to billing are communicated in a timely manner, avoiding any surprises.

Innovation and Technological Advancements: DU is committed to innovation and technological advancements. They continuously strive to introduce new services and products that enhance the customer experience. From advanced mobile technologies to smart home solutions, DU stays at the forefront of technological advancements.

Corporate Social Responsibility: DU demonstrates a strong commitment to corporate social responsibility. They actively engage in various initiatives and programs that contribute to the community and the environment. DU's CSR efforts reflect their dedication to making a positive impact beyond their business operations.

Overall Customer Satisfaction: DU has consistently received positive feedback from customers, indicating high levels of satisfaction. Their reliable services, competitive pricing, and excellent customer support contribute to this positive sentiment. DU strives to meet and exceed customer expectations, resulting in overall customer satisfaction.

Pros: - User-friendly website design - Wide range of services and products - Reliable network coverage and quality - Competitive pricing and value for money - Excellent customer service and support - Transparent billing practices - Commitment to innovation and technological advancements - Strong corporate social responsibility initiatives - High overall customer satisfaction

Cons: - None identified

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DU contacts

Phone numbers

155 800 155 More phone numbers

Website

www.du.ae

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